Onboarding Specialist

Onboarding Experts at Klaviyo are a critical part of our future success. We take the success and happiness of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers in their first 30-45 days setting up Klaviyo with the highest level of quality in both product knowledge and communication skills and, in the process, consistently meet and exceed customer expectations. We are looking for an Onboarding Specialist who is passionate about providing the best onboarding experience and support to customers who are scaling their businesses with Klaviyo.As an Onboarding Specialist, you will be the first point of contact with new Klaviyo customers, guiding them through their first 30-45 days of setup with the Klaviyo product and the first customer experiences they want to build. Our customers vary in size and experience so we are looking for individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

OBS Responsibilities

Own customer relationships from completed sale through successful go live.

Lead the implementation phase for new customers including project scope definition, project plan development, project resources, and project timeline.

Onboard new clients, so they are set up for success, proactive strategic advice and guidance, respond to client questions in a timely manner, provide Klaviyo best practices to ensure clients are achieving their initial business goals.

Follow-up in a timely manner on all customer questions via phone and email.

Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.

Diagnose software issues and resolve customer complaints using established processes

Provide support and guidance on technical and non-technical related questions (e.g: marketing, sales, other ecommerce setup questions) to build out customer’s initial campaign.

Communicate thoughtfully and effectively with all Klaviyo customers and advocate for them throughout the entire onboarding/implementation process. Proactively surface, coordinate and drive new ideas to improve onboarding processes. This includes being the product expert and working with product and engineering teams for integration improvements, customer setup and UI improvements and anything else that prevents any customers from making email revenue faster.

Monitors onboarding health (time to first KAV) across all new customers and acts as a point of escalation.

Conduct onboarding post-mortems, create recommendations based on lessons learned, identify both successful and unsuccessful elements of onboarding/implementations, and document established best practices for onboarding.

Track record managing customer relationships through Salesforce or similar CRMs

Experience using email marketing platforms and E-Commerce platforms a plus

About Us

Klaviyo is a team of people who are crazy motivated by growth.

It’s what we help our customers do: grow their businesses by making it possible and easy for them to use their data to power better marketing.

It’s how we behave as individuals: we’re all deeply passionate about learning.

It’s how we manage our business: we have thousands of paying customers, we’re profitable, and we’re growing insanely fast.

And it’s what our culture is all about. Working at Klaviyo means you’ll work on things you never imagined you would; you’ll grow in ways you didn’t consider possible; and you’ll do the best work of your career with people who are just as motivated and talented as you are.

An Insider's view of Klaviyo

What’s the vibe like in the office?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

How would you describe the company’s work-life balance?

As a working parent I feel incredibly excited to work at Klaviyo because I feel so supported in two amazing roles - Director of Customer Success and Parent to a 3 year old. Being able to develop an amazing team without worrying about being judged for making time for my family is one of the many things that makes Klaviyo special.

Rach

Director

What are Klaviyo Perks + Benefits

Culture

Friends outside of work

Eat lunch together

Intracompany committees

We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.